Senior Customer Service Representative

American Chemical Society; Columbus (OH); Hybrid; USD 68,770,000 - 73,068,000; Full time

Benefits offered by this job

Health insurance

Paid vacation leave

Paid holidays

Life insurance

Vision insurance

Disability insurance

4‑week work from anywhere

Job summary

American Chemical Society in Columbus, OH is seeking a Senior Customer Service Representative to join the Member Services team. The role supports an expanding, global client base from a hybrid office, with a standard 8‑hour shift schedule and occasional overtime.

You will troubleshoot, respond to inquiries, and coordinate with other ACS divisions to ensure timely resolution and high-quality service. Associates degree preferred; 3 years in a multi‑modal contact center is expected.

Qualifications

• Ability to quickly learn and apply ACS-specific hardware and software.
• Proficiency in Excel, Word, and Outlook; Salesforce Service Cloud preferred.
• Strong analytical and problem-solving mindset.
• Excellent verbal and written communication; dependable team member.
• Experience with CRM and contact center software.

Responsibilities

• Handle 1st-level customer support via email, chat, phone, and mail; escalate complex issues.
• Troubleshoot technical questions and access issues across ACS products.
• Provide timely, accurate responses and ensure end-to-end resolution using databases.
• Assist with special projects and testing of customer feedback.
• Support cross-divisional collaboration and high-quality customer service.
• Fulfill short- and long-term tasks per objectives.

Skills

Quick learner

Excel

Word

Outlook

CRM systems

Analytical thinking

Communication skills

Dependability

Salesforce Service Cloud

Education

Associates degree (preferred)

Tools

Salesforce Service Cloud

CRM software

Contact center software

Job description

Division and Unit Overview

With a global community of more than 260,000 individuals, the American Chemical Society (ACS) is the world's largest scientific society and one of the world's leading sources of authoritative scientific information. A nonprofit organization chartered by Congress, ACS is at the forefront of the evolving worldwide chemistry enterprise and is the premier professional home for chemists, chemical engineers, and related professions around the globe.

The Society & Business Strategy & Operations (BSO) division serves the needs of ACS members and chemistry practitioners worldwide by providing scientific and professional services that advance their success. The BSO division is a Society Programs operational team focused on providing superior customer experience and ensuring value and business alignment, through data research, strategic planning, customer support and web communications.

Within the division, Membership Services supports the Constituents of the ACS with customer support; maintains the database of the Society to ensure accuracy for reporting; provides timely and quality output including fulfillment, renewals & rosters and supports Finance with banking tasks that include payment processing, constituent refunds, and reconciliation of all batches. In addition, this team serves as subject matter experts and provides user acceptance testing for the numerous technology & software platforms that the organization utilizes to provide service to our members and constituents.

We are presently filling a Senior Customer Service Representative position within Member Services. The position is full-time, non-exempt, with benefits and is located in Columbus, OH. The Senior Customer Service Representative works in a team environment inside a Contact Center that responds to inbound inquiries from individual members and customers via multiple channels. The Contact Center is supporting an increasingly global clientele and the individual selected for this position will be assigned to a standard 8-hour shift between the business hours of 10:30 a.m. and 7:00 p.m., Monday through Friday. Overtime is available as needed to meet cyclical business demands.

Primary duties and responsibilities are as follows:

1. Handles 1st level customer support for multiple Society departments via numerous email, chat, phone, and incoming mail communications channels. Escalates complex or non-routine issues to appropriate level.
2. Utilizes troubleshooting expertise for technical related questions and access issues across a wide range of ACS products, programs, and services.
3. Provides timely and accurate response to all customer contacts while ensuring end-to-end resolution utilizing multiple authoritative databases and extensive knowledge of various technologies.
4. Assists with special projects supporting departmental, divisional, or enterprise changes, product launches or changes to Governing Documents & Resources. This may include testing and analyzing customer feedback.
5. Executes on all short- and long‑term tasks and projects additionally specified through the objective setting and performance review processes.
6. Represents the Society by working closely with other ACS Divisions, departments and business units including internal and external communities serving outstanding and high-quality customer support.

Required Skills:

1. Aptitude to quickly learn and apply new technical skills using ACS‑specific hardware and software.
2. Proficient in Excel, Word, and Outlook at a minimum; experience in Salesforce Service cloud preferred.
3. Analytical & problem‑solving mindset.
4. Excellent oral, written, and interpersonal communications skills.
5. High degree of dependability to be able to reliably support the goals and functions of a small team.
6. Experience using Customer Relationship Management (CRM) systems and Contact center handling software highly desired.

This role is based in our Columbus, OH office. A reasonable rate of base compensation for this position is$24.00-$25.50 per hour. ACS employees work a hybrid schedule, consisting of working onsite two days per work week, as decided by functional area. The balance of the week is open to working remotely, though employees are always welcome onsite each day if they choose.

ACS currently provides the following benefits for this position: paid vacation leave, paid sick leave, paid holidays, health insurance, flexible spending account or health care savings account, dental insurance, life insurance, vision insurance, retirement benefits, short- and long-term disability, and 4‑week work from anywhere; each benefit is subject to the terms of the applicable program. Additional benefits may apply based on skills, experience, and location.

Any actual offer of employment, reflecting the total compensation package and benefits, will be made in the sole discretion of ACS. ACS reserves the right to amend or modify its employment benefits and compensation structure at any time.

Behaviors

Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well

Team Player - Works well as a member of a group

Education

Associates (preferred)

Experience

3 years: Experience in a multi-modal contact center handling phone, email, and chat is required (required)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.